Director, Decision Science Analytics – Omni Channel & Digital Claims Analytics

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL. Relocation assistance is not available for this position.

Are you excited by the opportunity to build something from the ground up? We are seeking a visionary and execution-focused Director, Decision Science Analytics to lead the development of our emerging Omni Channel and Digital Analytics portfolio within Claims. This is a unique opportunity to establish foundational analytics capabilities that will shape how customers and employees interact across channels, while influencing the future of Claims through advanced analytics and Generative AI.

This leader will oversee the design and delivery of omni channel performance analytics, navigational and journey insights, digital experience measurement, and advanced analytic solutions that accelerate our Claims GenAI strategy. Success in this role requires an ability to thrive in ambiguity, translate strategic vision into scalable analytics capabilities, and partner across business, technology, product, and operations teams to build entirely new capabilities that do not exist today. The ideal candidate is equally passionate about strategy, innovation, team leadership, and disciplined execution.

What you'll do:

• As a strategic partner, leads or collaborates with other analytical leaders in executing the strategic direction of the business using mathematical and statistical techniques and/or innovative/quantitative analytical approaches.

• Develops team reputation as highly skilled experts in the area of decision science support.

• Oversees and coordinates analytical tasks which include the evaluation of the business problem, analytical methodology, validation, documentation and presentation of findings and recommendations.

• Monitors, understands and adopts emerging technology that can affect the application of scientific methodologies and/or quantitative analytical approaches to problem resolutions.

• Identifies additional resource needs ranging from IT investments, 3rd party support or additional analysts and provides business rationale and justification for additional needs.

• Understands the business direction, environment and strategies, to set the analytic direction and creates strategy to execute the approach that will influence business and drive change.

• Leads the effort and/or partners with analytics teams to build USAA core analytics capabilities and processes.

• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

• Assigns and or Serves as a mentor for mathematical skills and statistical techniques and guides teams to use the appropriate approaches, to drive fact-based decision-making.

• Maintains and innovates knowledge of data analysis tools, data visualization, developing analysis queries and procedures in SQL, SAS, BI tools or other analysis software, and relevant industry data & methods and ability to connect external insights to business problems.

• Researches and pursues the latest and/or industry leading practices in data and analytics, (Ex: Cloud, Data Mining, Python, Neural Networks, Sensor data, IoT, Streaming/NRT data) to advance the overall DSA community knowledge.

• Identifies opportunities to continue to learn in the data and analytics space, whether informal (e.g., Coursera, Udemy, Kaggle, Code Up, etc.) or formal (e.g.Certifications or advanced coursework).

• Works with IT/CTO partners to advance new data and platforms that correspond to evolving skill sets.

• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor's degree in Economics, Finance, Statistics, Mathematics, Actuarial Sciences, Operations Research, Data and/or Business Analysis, Data Science, or a business or quantitative field; OR 4 years of relevant education and/or experience.

• 5 years of experience in a decision support analytic function OR advanced degree in relevant discipline, 4 years of experience in a decision support analytic function.

• 3 years of direct team lead or management experience.

• Demonstrates expert skills in mathematical and statistical techniques and approaches used to influence Business Strategy with fact-based decision-making to all levels of leadership up to senior executive levels.

• Modernizes knowledge of data analysis tools, data visualization, developing analysis queries and procedures in SQL, SAS, BI tools or other analysis software, and relevant industry data & methods and ability to connect external insights to business problems.

• Experience with new and emerging data sets, and incorporation (data wrangling, data munging) into new insights.

What sets you apart:

• Experience leading Omni Channel, Digital, Customer Journey, or Experience Analytics programs, including development of measurement frameworks and performance insights.

• Proven ability to partner with Technology, Product, and business leaders to translate strategic objectives into scalable data, analytics, and technology solutions.

• Success demonstrated in influencing strategy and driving outcomes through cross-functional collaboration in highly matrixed environments.

• Experience building and scaling analytics capabilities in environments characterized by ambiguity, evolving data ecosystems, and transformational change.

• Strong understanding of advanced analytics, AI/ML, and emerging Generative AI applications, with the ability to connect analytics investments to business value.

• Proven track record of building high-performing teams and establishing the structure, governance, and execution discipline required to deliver complex initiatives.

Compensation range: The salary range for this position is: $164,780 - $296,610.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.